Consumer Services Representative I
142 Saint John Street , Portland, Maine 04102 Portland, ME 04102
The Consumer Services Representative I is primarily responsible for handling consumer complaints and inquiries in a fast-paced call center according to company procedures and FDA regulations.
Essential Duties and Responsibilities:
Professionally facilitate phone calls, web inquiries, emails and other communications coming in to the Consumer Services Call Center using product knowledge, reference material and analytical ability.
Documents all complaints and inquiries according to standard operating procedures and FDA regulations using a validated complaint handling system.
Communicates in a timely, accurate and courteous manner with focus on providing service excellence and ensuring the effective use of products.
Resolves complaints and issues (replace, refund, provide technical support or follow up to report investigation findings
Generates and communicates written responses to the consumer as needed.
Updates records and completes tasks as required.
Multi-task effectively to handle multiple priorities on a daily basis. Uses time management skills to be productive and deliver positive, effective results.
Adapts to change readily.
Develops and maintains a thorough knowledge of products supported by completing all product, procedure, and service related trainings as assigned. Develops training materials and checklists for the training of others as assigned.
May participate in the training of others.
Adheres to all relevant company and regulatory requirements.
Maintains confidentiality of consumer information.
Communicates effectively with consumers and team members.
Customer focused with previous experience in a call center environment required.
Excellent verbal and written communication skills with the ability to create a rapport and have
empathy dealing with difficult situations
Ability to discuss sensitive topics related to drugs of abuse product lines.
Well-organized with the ability to prioritize and meet deadlines.
Must be able to effectively multi-task (ex. Talking to the caller while documenting appropriately
and accessing information from various sources)
Flexible, proactive, and responsible team player with customer focus and the confidence to make
decisions to provide an excellent customer experience.
An analytical and logical approach to problem-solving
Attention to detail and the ability to adhere to procedures.
Exceptional customer service skills including but not limited to active listening, problem-solving,
and organizational skills.
Computer skills – keyboarding, data entry, and Microsoft office.
Previous medical device experience preferred.
Education and Experience:
High school diploma or equivalent, Associates degree preferred, or equivalent combination of experience
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